Lead Service Designer

Take on Service Design projects from beginning to end, starting with concept exploration and definition, integrate front / back-of-house service blueprint work, then interleave and review in a hand-off to a UX Design and Delivery Team.

For the NY/NJ or the SF Bay Peninsula region, we seek a Service Designer with strong UX Strategy or Design Thinking background, as well as client liaison-level work experience. Experience with large enterprises and with consulting would be important, as is the ability to lead teams and scope projects.

Facilitation of Design Thinking workshops is part of this role.

Work will be remote/at-home in 2022; we’ll sometimes work onsite at a “Pace Port” near Manhattan, Toronto, Detroit, Pittsburgh or Silicon Valley as well as at conference centers near client locations.

Prepare briefs

Work with sales team, client, and other internal and external stakeholders to create a project brief appropriate to client goals, budget, competitive landscape, TCS resources, and excellence in service design.

Facilitate workshops

Plan, prepare, lead, document and follow-up on design-thinking and other formats of workshop. Workshops may be internal or external-facing for training, sales, organizational change or project work. Generally:

• Create the brief in collaboration with stakeholders, technologists and your own research.

• Inject creativity and human-centeredness, while taking on challenges and integrating viewpoints on-the-fly.

• Afterward, deliver documentation, roadmaps and experience prototypes to communicate and move forward.

Work on and lead Service Design and Experience Design projects

Use design-thinking methods around research, ideation and prototyping and coach others in their use.

Generate and use Personas, Journeys, Service Blueprints, Touchpoint Experiences, and other User Experience Specifications to design and communicate during services development, within teams and in deliverables and hand-offs.

In addition to performing “Experience Design” (designing a user’s experience of a service, product, environment, process, etc, using both rough methods and refined tools) / UX Design (concept mock-ups, wireframes, visual design), understand how it relates to the deeper enterprise-scale systems and services, both technical and human, that provide the designed experience.

As a Service Designer, work with technical teams to align the Experience Design and the TCS-delivered technology implementation. Present projects and deliverables to clients in imaginative and persuasive ways.

Who You Are

Do your skills and attitudes equip you to use design-thinking at the large enterprise scale? This includes

• service design acumen across business sizes, industry sectors, brand styles, and technology systems

• ability to work hands-on and in leadership mode; appreciating both the big picture and detail work.

• leadership skills to focus and guide progress in creating the brief and executing

• adapting to different styles of organization and communication; a visual communicator and organized, yourself

• flexibility and openness balanced with action and achievement-orientation

• teamwork with multi-disciplinary, multi-cultural colleagues both locally and globally across time-zones

• ability to identify collaborators’ skills and potential contributions

• relationship-building within our Studio as well as with global teams, clients and stakeholders

• able to advise others on Service Design, as well as champion and promote design-thinking

• mentoring those with less experience on the team

• keen understanding and practice of expectation management with clients and within your own organization

• sense of humor and empathy; perseverance that also knows when to take a break

• international travel experience

Further skills include

• Microsoft / Adobe / Mac application suites for communication, analysis, decision-making

• agility and wisdom in usage of enterprise-level software systems

• communications and content strategy

• prototyping physically and digitally

• producing design-thinking and service design tools and templates

• understanding of business models and working generatively with them in design

• ability to tell the story of our work and the impact of service design and design-thinking, to clients and the public

Qualifications

• Undergraduate or Masters Degree in Design, Engineering, Computer Science, Business or equivalent

• Business consulting and domain experience > 5 years; Service design experience > 8 years.

• Proven designs and experiences of launched services that have been implemented in the real world

What’s Next? Tell us about you…!

• Share your resume, cover letter and 1 to 3 relevant work samples (or your website).

In your cover letter, please give an example of Service Design at enterprise scale that you find inspirational, and what from it you’d like to emulate or take to the next level.